Call Centre Operator

2 weeks ago

Newcastle, Australia Ampersand Full time

**Duration**: 3 months with a high potential for extension

**Pay**:$32.16 p/h + Super

**Location**:Newcastle

**Primary Purpose**:

- Provide high-quality generalist service as the first point of contact for contact centre customers.
- Receive inbound calls, obtain necessary information and utilise generalist knowledge to transfer customers to appropriate contact centre specialists courteously, accurately, and efficiently.
- Undertake administrative work as required to support the provision of high-quality service delivery.

**Key Accountabilities**:

- Utilise generalist knowledge and training to handle and share information with contact centre customers.
- Create a positive relationship in all customer interactions across all interaction channels, maintaining a professional courteous and friendly manner.
- Ensure client satisfaction as a priority as assessed and monitored
through customer feedback.
- Provide accurate, effective and high-quality customer service consistent with the clients vision, mission, values and business requirements as assessed by internal quality reviews.

**Key Challenges**:

- Work within a high volume, high pressure and constantly evolving contact centre environment. Adapt to changing priorities, rotating shift patterns and achieve both individual and team KPIs within defined service standards.
- Maintain a thorough up-to-date knowledge of information resources, operating practices and procedures.
- Operate the contact centre telephone and other communication systems with accuracy and efficiency.
- Create a positive relationship in all telephone interactions by demonstrating a confident, bright and helpful phone manner.
- Efficiently assess and take ownership of customers' needs and provide prompt and accurate responses to deliver a positive outcome.
- Deliver specialist assistance across multiple basic agencies and campaigns. Accept enquiries across multiple skill types simultaneously, providing seamless transition from one enquiry type to another.
- Exercise tact, judgment and initiative when obtaining information from and sharing information with customers.

**About you**
- Need excellent written and verbal communication skills.
- Previous gov experience is preferred but not required.
- Intermediate computer skills required - Typing, using a mouse and monitor.
- Proficient in Microsoft Office suite, particularly Outlook, and Teams.
- Specific software will be taught however contractors need to be technically savvy and have the ability to pick up systems quickly.

For more information, please

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